Betty Hanlon-Deever: Serving hospitality

Betty has enhanced the foodservice department at Pfizer La Jolla by supporting and recognizing her employee team, resulting in low turnover.

At a Glance

  • 940 employeesat Pfizer
  • $850,000 annual sales volume
  • 260 meals served per day (excluding catering)
  • 9 foodservice employees

Accomplishments

Betty Hanlon-Deever has enhanced the foodservice department at Pfizer La Jolla by:

  • Maintaining a high standard of customer service that has defined the program and keeps guests on campus
  • Implementing client-requested health initiatives, including locally sourced produce, farmers’ markets and a juicing station
  • Supporting and recognizing her employee team, resulting in low turnover

Of the more than 900 employees on the Pfizer campus, “she probably knows all of them,” Stephenson adds. “For [some of] the site leaders, she knows what type of coffee they have, so she’ll have it in their office
every morning. The littlest things go so far with people, and she knows that.”

It’s this focus on customer service that keeps her guests coming back. “Even the people that come from other sites, they’ll go home and say, ‘we don’t get this in Pearl River, we don’t get this in New York,’ so they’re always wowed,” Stephenson says. “There was one colleague who’s on the leadership team, and [at Betty’s] Salaried Employee of the Year award celebration said, ‘I eat in this café every day and I can’t say that I did that before Betty.’ People love her and they definitely feel the customer service and [are] so appreciated here.”

Shortly after Hanlon-Deever began at Pfizer, the company requested that the department provide healthier food options and increase sustainability measures, which required the foodservice program to be modified—and Hanlon-Deever more than delivered.

“Betty really took the lead for Compass here,” explains Muizz Hasham, area director for Jones Lang LaSalle at Pfizer La Jolla. “She was able to completely turn the foodservices model around and really provide healthier options and more local ingredients, more regional items that were procured from local farmers … to the point that we got so many favorable responses from our client [and] from our customers, and not only at this facility, but other facilities of Pfizer. They actually are very complimentary, saying the level of the food and the level of the staff and the personal interaction [Betty] provides is really beyond what other facilities are experiencing. It really became a flagship store for Pfizer and for Compass to look at the model in its entirety. Betty was really instrumental in changing that type of offering for the Pfizer account.”

More From FoodService Director

Menu Development
frozen raspberries

“As a chef, I pretty much have grown up through the business thinking that fresh was always better—produce, fish and meats, especially,” says Ryan Conklin, executive chef for UNC Rex Healthcare’s culinary and nutrition services. “But the more ‘re-educated’ I get, the more I’m learning that some frozen options may be more appropriate for me to be using on my menus.”

Right now, the perception of frozen foods doesn’t match the reality, especially for high-volume foodservice operators, says Conklin. Often, chefs and operators picture not-great product that’s been sitting in a block of...

Sponsored Content
Roasted Beet Salad Pickled Blueberries
From Blueberry Council.

What’s trending in the culinary world? The basics! According to the NRA, diners today are craving authenticity, simplicity and freshness on menus. But basic ingredients don’t have to lead to boring menu options.

It’s easy to fall into the latest craze to capture consumer attention and drive sales. But we’ve learned it’s not always about novelty. Instilling a feeling of nostalgia and familiarity by using well-known and well-loved ingredients in new, experimental dishes can lead to an increase in adventurous dining decisions, while staying in your customers’...

Menu Development
sweet pea ravioli

On any given night at the Wake Robin senior living facility in Shelburne, Vt., residents may find spring sweet pea and mascarpone ravioli with white wine cream sauce or acorn squash stuffed with quinoa and cranberries on the menu. These dishes, along with a new sweet-potato burger topped with cilantro aioli, aren’t just delicious, says Director of Dining Services Kathy King. They’re also completely vegetarian.

The popularity of Meatless Mondays and the growing number of people who call themselves “flexitarians” have impacted menu development in every noncommercial sector. Although...

Managing Your Business
umass amherst food

Restaurateurs in Amherst, Mass., aren’t happy with UMass Dining .

Registered dietitian Dianne Sutherland told local NBC affiliate WWLP News in May that the high quality of food served on campus means students aren’t visiting neighborhood eateries as frequently as those businesses might like.

“Even our vendors who we work with, they get complaints from the restaurants that students are staying on campus,” she said. “They are already paying for the food; why should they [go] off campus to eat?” More than 19,000 Amherst students are on a meal plan—6,000 of whom live off campus...

FSD Resources